BMC Service Resolution 3.0 is a solution for the constituent products: BMC Remedy IT Service Management and BMC TrueSight Infrastructure Management/BMC ProactiveNet.
To get the BMC Remedy IT Service Management features, you must install the BMC Service Resolution 3.0 on a computer that has BMC Remedy IT Service Management 8.1 or later installed. You must also ensure that you have installed the Extensions of the respective BMC TrueSight Infrastructure Management/BMC ProactiveNet versions on this computer.
If you have installed BMC Remedy IT Service Management Service Pack 2 Patch 001 (8.1.02.001), you need not install the BPPM Extensions as the extensions are available out of the box in this patch.
BMC TrueSight Infrastructure Management/BMC ProactiveNet-related features for BMC Service Resolution are available out-of-the-box in BMC TrueSight Infrastructure Management/BMC ProactiveNet version.
Take a snapshot of your current working system before running the BMC Service Resolution 3.0 setup.
Ensure that IBRSD_HOME variable is set to the <BMC_ProactiveNet_installationDirectory>/pw/integrations/ibrsd folder.
Ensure that the default %TEMP% directory has sufficient space for the installation. If not, increase the available space or change the temp location.
(The installer does not use the InstallAnywhere framework and is not affected by the IATEMPDIR system variable.)
If you have installed BMC Remedy IT Service Management 8.1 and is integrated with BMC TrueSight Infrastructure Management/BMC ProactiveNet or later with the BMC Intelligent Ticketing 2.0.1 patch installed on it, running this installer installs BMC Service Resolution 3.0 on top of it.
After the installation is complete, in the Installation Review Summary screen, click View Log to review any SEVERE errors or warnings in the log. The installation log is available in the %TEMP% folder on your computer.
Ignore the following warnings that might occur in the log files.
- 9054 The specified field does not exist in the form HPD:CFG-Rules : <304384321> warning in the BSR_InstallDirectory\Components\Logs\Logs\adf_import.log file.
- Duplicate field/VUI ID in the form definition warning in the driver logs in %TEMP% folder.
Close the log file.
After the successful completion of the installation, you must perform additional tasks:
On the BMC TrueSight Infrastructure Management/BMC ProactiveNet server, perform the following:
After you install BMC TrueSight Infrastructure Management/BMC ProactiveNet version 9.6 or later, you must enable BMC Service Resolution 3.0.
New configuration locations
In BMC Service Resolution 3.0, the integration configurations have moved to different areas of BMC Remedy IT Service Management and BMC TrueSight Infrastructure Management/BMC ProactiveNet. The section “Integration for BMC Remedy Service Desk” is no longer available in the Application Administration Console. The forms can be accessed by opening them directly in a browser.
Refer to the following table for form names and where to find their new configuration location:
|Label||Name of the form previously used||New configuration location|
|BMC Event Manager Incident Integration Setup||INT:BEMMappingNew||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.|
|BMC Intelligent Incident Global Configuration||INT:BiiARS:GlobalConfig||BMC Remedy IT Service Management. See Incident Rules Configuration.|
|BMC Intelligent Incident Service Policy Configuration||INT:ServicePolicyCONSOLE||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Managing Service Policies.|
|BMC Service Impact Manager Intelligent Incident Setup||INT:SIM_GlobalMappingConfiguration||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.|
Note: When you upgrade to BMC Remedy ITSM 9.0, the section “Integration for BMC Remedy Service Desk” is not available in the Application Administration Console. However, if you are still using a version prior to BMC Service Resolution 3.0, these integration options are available and they can be accessed directly from the UI.
From Windows Services, disable the BMC ProactiveNet IBRSD service.
(UNIX) To start and stop the SDIG service, go to the command prompt, change directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin and run the following commands:
When you upgrade to BMC Service Resolution 3.0, only one instance of iBRSD will be stopped if you are running multiple instances of iBRSD on the same computer. You must manually disable other iBRSD instances.
After you enable BMC Service Resolution, you must configure BMC Service Resolution for use.
Under Integrations with other BMC Products, click Edit.
Select the Service Desk Integration check box.
Do not select the BMC Remedy Service Desk check box
Enter the following values to integrate BMC Service Resolution.
|AR Server Hostname||Enter the AR server name|
|AR Server Port||Enter the AR server port number|
|AR Server User||Enter the AR server user name|
|AR Server Password||Enter the password|
|MidTier Server Hostname||Enter the mid tier server hostname|
|MidTier Server Port||Enter the configured mid tier server port. Default port number is 443|
|MidTier Server Protocol||Select HTTPS as the mid tier server protocol|
(Windows) Ensure that the Service Desk Integration Gateway service is running.
On UNIX, ensure that the SDIG service is up and running by using the following command:
ps -ef | grep -i sdig
If the SDIG service is not running, you must manually start the service. Perform the following:
- From the command prompt, change the directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin
- Run the ibrsd.sh start command.
To verify whether BMC Service Resolution 3.0 is enabled, see Verifying the version of BMC Service Resolution.
To complete the postinstallation tasks, validate your integrations.
For information about the multiserver deployment model, see from the BMC TrueSight Infrastructure Management online documentation.
When implementing BMC Service Resolution, ensure that you configure BMC Service Resolution on the Central server as well as the child servers. Perform the following:
pw ibrsd register –arhost <AR server host name> -arport <AR server TCP port> -arUser <AR server User> -arpwd <AR user password>
For details about the flow of information in this deployment model, see Configuring BMC Service Resolution in multi server deployment of BMC TrueSight Infrastructure Management.